Billing FAQs

Frequently asked questions

We have provided a variety of frequently asked questions to help assist you with your insurance, online payment and billing questions. If you feel your questions remain unanswered after reviewing the questions and answers provided or if you need further clarification, please contact our customer service department using the number on the page.

Yes. It is a priority to ensure your information is safe. We use a secure connection to restrict anyone from gaining access to your information.

What access do you have to my credit card account?

No sensitive credit card information is stored with us. Your credit card is processed securely with compliant encryption and immediately sent to the banking merchant.

How do I pay another patient’s account?

If you would like to make a payment for a patient for whom you are not the guarantor, please use our pay as guest feature.

Who do I contact if I have questions regarding online payments?

If you are experiencing technical difficulties with online payments, please call toll free at 855.395.9031.

What is my role in the billing process?Contact us with any changes to your insurance information or demographics.
Sign all necessary patient agreements and/or release forms.
Immediately communicate with us if you have any questions regarding your billing or if you need to explore financial assistance options.

Will I receive a bill?
You will receive a bill only after we have contacted your insurance company and received their payment based off your plan. The remaining balance owed will be calculated and billed to you directly.

What payment options are available?
For your convenience, UCHealth accepts a variety of payment alternatives, including online guest pay, My Health Connection bill pay, pay by phone, Visa®, MasterCard®, American Express®, Discover®, personal checks, money orders, and cash (at the cashier’s office only). Note: Please do not send cash through the mail. To protect you, cash will only be accepted in person at the cashier’s office and you will be given a receipt.

When will my payment appear on my UCHealth account?
Your payment will be credited to your account immediately. We advise all customers to print the confirmation for their records or keep their receipt for payments made at the facilities.

How do I reach the business office if I have questions?
If you have questions and our website information was not helpful, you can contact us for further assistance.

Does the UCHealth offer financial assistance?
UCHealth is committed to caring for our patients, regardless of their financial circumstances. We work hard to help address patient’s financial responsibilities in a way that is sensitive and fair to their circumstances.

Per Colorado State Senate bill 12-134, uninsured patients who meet eligibility requirements are qualified to be screened for Financial Assistance. CICP (Colorado Indigent Care Program) and Medicaid recipients do not qualify for this program. If you are an uninsured patient and need assistance with your medical bill, please call our Customer Service Department.

To be considered for Financial Assistance:

The date of service and/or the last insurance payment date must be within 240 days from application date.
The patient must have already applied for and been denied by Medicaid and CICP.

How can I provide updated insurance to the UCHealth?
If you need to update your insurance information please login to update your information online or feel free to contact us.

How do I dispute my bill?If you feel that there is a discrepancy in your billing, you can submit your dispute online, in writing via mail using the address on your statement, or you can contact us.

Typical types of disputes that are eligible for review are:

Services were not rendered
Billed for incorrect procedure
Incorrect Diagnosis
Quality of Care

Please note: Concerns regarding the amount that you are being billed for a specific procedure is not considered a dispute. Patient responsibility is determined by contracted rate UCHealth has established with your insurance company and your benefits coverage. Should you have any questions regarding your financial responsibility, we urge you to contact your insurance company.

How can I request medical records?
If you need a copy of your medical records, please contact the appropriate number listed below based off where your services were rendered.

How can I request an itemized statement?
If you need a detailed statement of your services, otherwise known as an Itemized Statement, you can submit your itemized statement request online or contact us.

How can I request a refund?
If you feel that you have overpaid on an account contact us.

Please note: All refund requests are subject for review. If there are any outstanding balances on any other accounts, a refund may not be granted. If a refund is granted, you must allow 4-6 weeks for processing.

How long will it take for my account to be resolved with my insurance carrier?
Each insurance company and account is different but the usual length of time required to resolve all claim issues is 60 days. If you have not received your Explanation of Benefits from your insurance company within this timeframe, we urge you to contact your insurance company directly for status on the claim processing.

Why didn’t my insurance company pay?
If you provided insurance information at the time of service then you should have received a letter or explanation of benefits from your insurance carrier which outlines how your claim was processed and any patient responsibility. For any clarification on how your insurance carrier has processed your claim, you should contact them directly.

What is a deductible, co-pay and coinsurance?A deductible is the amount you owe for health care services before your health insurance or plan begins to pay. Deductibles are applied based off service type and plan year. Not all services are subject to the deductible.

A co-pay is a fixed dollar amount that you pay for a covered health care service, usually when you get the service. The amount can vary by the type of covered health care service.

A coinsurance is a shared cost of a covered health care service, calculated as a percent of the allowed amount for the service. You pay coinsurance plus any deductibles you owe. Each health plan varies.How can I better understand my bill?
Healthcare charges can be complex and may include confusing clinical terminology. To simplify the information for you, we include an easy-to-understand summary of charges by category on all bills and statements. We provide an easy to read document on our website to help guide you through the bill. Please review the sample statements on the Understanding Your Health Care Bill resource page.